Reporting Urgent Customer Trends

This document has been created to establish a consistent process for sharing customer reported issues with the engineering team at Truemed. Based on the severity of the issue and its impact on the customer experience, we have two primary reporting methods in Slack.

In an effort to provide adequate information, it is critical to capture as much information about the issue as we can. This information will help the engineering team more effectively assess what the underlying issue is.

• Capture customer, merchant, and issue information

• Assess if the issue is occurring at the same spot during the customer process

• Assess if it is isolated to a specific merchant or merchant type

• Capture any screenshots or video recordings that may be helpful

This channel should be reserved for issues that seem to be widespread and/or have an acute effect on customers being able to achieve the desired outcome with any Truemed supported part of the user experience (ex. qualification survey, ordering through our payments platform, custom payment integrations). Utilize the threshold below as a guide for when to post in the #On-Call channel. That said, if an issue seems critically important to flag, use your best judgement when deciding whether or not to report in the #On-Call channel.

• Include merchant names, customer names, summary of issue

• Include a screenshot or video recording of the issue (if possible)

• Include how many reports of the issue have surfaced in the last 24-hours

• 12 customers report being double charged for a purchase they made for a specific merchant

• 15 customers (multiple merchants utilized) report not being able to progress to the next question in a qualification survey

Utilize this channel as a means for reporting customer issues that seem to be intermittent and do not hinder the customer from achieving the desired outcome with any Truemed supported parts of the user experience.

• Include merchant name, customer name, summary of issue

• Include a screenshot or video recording of the issue (if possible)

• The reissue function does not allow for a date change, affecting our ability to reissue LMNs with requested date changes.

In addition to reporting issues that need urgent fixes, we will track customer reported trends in a CS Trends Management dashboard. Once trends hit a threshold of +11 cases, these will reported to the product team for consideration in future sprints.

CX Trends Management